2 Replies Latest reply: Aug 5, 2013 12:29 AM by Beverley Gray RSS

    Adobe Customer Support HORRIBLY AGGRAVATING!!

    Rowan! Community Member
    Rowan! Jul 24, 2013 11:25 AM

      To Anyone at Adobe: Please Help!! This is regarding Case Number

      0211074711

       

      I am trying to get a simple transfer from one CC subscription to another (less expensive) subscription. The "team" who I guess is in India has been told repeatedly to not call me on a certain number (one that starts with area code 323 as that is my Google Voice number, which doesn't come through to my home phone, which starts with area code 909).

       

      They do not seem capable to understand that simple of a request, so I don't know what else to do except plead for someone, anyone, at Adobe to take pity on me and possibly step in to resolve the issue. Here is the history:

       

      In early July, 2013, I switched from the half off of creative cloud for CS6 owners to the $19.99/month when I discovered this "secret" discount hidden away on Adobe's website:  Are there special pricing offers available to purchase a Creative Cloud membership?

      I had to subscribe to the new one and then someone at Adobe had to cancel the old one.

      I was assured I'd be credited or get a discount for the additional expense and my case would be "escalated" and I'd be taken care of.

      At that time I told customer support to not call me on my phone number that starts with 323 (they already had the 10-digit number) but to use my home number. The rep confirmed he'd made that change.

      Then Adobe called again on the number I had told them to not use and left a message.

      Then Adobe called a third time after I'd written in the case log again to not use the 323 number!

      As a result on Adobe customer support being incapable of using the phone number that I'd said to use on three different occasions, the case remains open, unresolved, and is becoming a big waste of time to make a simple change.

       

      Here is the printed history. I don't know what else to do.

       

      Adobe: Friday, July 19, 2013 10:24:25 AM PDT

      Hi Rowan,   We are responding in reference to your case no. 211074711. We would be happy to assist and assure you with the best

      possible assistance regarding the case.   We tried calling you at 09:22am U.S. PST on 323------- but you were unavailable so left

      the message on your answering machine.If you need more help or facing any issue with your Adobe product so please feel free to

      get back to us .We are always here to assist you. Please contact us at 800 833 6687 IVR Options 1-3 or Direct number for Acrobat

      Team 877-782-3623 if you have any questions or need an update on your case.   Thanks & Regards,  Adobe Technical Support/

      Customer Service

       

      Me: Saturday, July 20, 2013 11:55:17 AM PDT

      I AM FED UP with how Adobe is handling this! Adobe, YOU ARE NOT DOING A GOOD JOB AND YOU NEED TO RESOLVE THIS ISSUE.

       

      Here are the issues:

      1. The previous week, when I got called, I specifically told you the number you were using was not good and gave you a new phone number to use. Did you replace the incorrect number with the correct one? NO, you did not. So the July 19th call went to the number I specifically told you previously was not the number to use.
      2. You have now called me on three different occasions to try to resolve my issue with switching from the $29.99/mo CC to the $19.99/mo CC subscription. After I signed up for the lower priced option, you said I'd get a refund of $30 and the case would be escalated. Then you called me to ask me if I wanted a different solution, to which I said, "Give me two months free for all the aggravation this is causing me," and you AGAIN said you'd have to get back to me. And then yesterday's call to the number I told you not to callon had no information and apparently no resolution, so I'm still in the dark as to why you were even calling.
      3. I'm just going to put this here, so that it's in writing: When I signed up for the less expensive subscription, you canceled the original subscription. I received an email stating my Creative Cloud subscription had been canceled. NOT COOL, ADOBE. I currently have no assurances that you've managed this transition properly and that I do, in fact, still have an intact Creative Cloud subscription.
      4. I tried many times on Friday to call you back at your 877 number and only got weird error sounds and then (later) a recorded voice that said there were technical issues in putting the call through, or something weird and annoying like that. So, I don't really know what your problem is with your own support line, but based on my numerous attempts yesterday, it doesn't work.

       

      Adobe, you're really aggravating me. I'm already greatly annoyed with how you're handling this forced switch-over to Creative Cloud. Why don't you decide what you want to throw my way in terms of resolution, call me on the number that I told you to call on (the one the starts with 9098...) WITH A RESOLUTION ALREADY IN HAND THAT DOESN'T HAVE TO BE "ESCALATED" if you need to, and resolve this.

       

      Perhaps someone who actually has some decision making authority can resolve this because the clueless off-shore tech support you've farmed all your first response to is simply making matters worst and is not making me happy, not resolving the issues, and can't even figure out which phone number to call me at.


      Me: Tuesday, July 23, 2013 7:22:05 PM PDT

      Is anyone going to follow through with this???

       

      Adobe: Wednesday, July 24, 2013 9:51:28 AM PDT

      Hi,  We are responding in reference to your case no. 211074711. We would be happy to assist and assure you with the best possible

      assistance regarding the case.   We tried calling you on 323------- but you were unavailable so left the message on your

      answering machine. We would like to inform you that we are offering 60 days free credit to your ccm subscription so please let us

      know if you are agree with us or you can also call us back. If you need more help or facing any issue with your Adobe product so

      please feel  free to get back to us or if you would like us to give you a call as per your availability, please let us know of an

      appropriate time to call.  Login to Adobe.com and click on My Open case and click on your case number then you  have a message

      box and please type your question or suggestion to us regarding this issue and it will help us a lot to help you further for this

      issue.   You can also visit www.adobe.com/go/supportportal for any assistance regarding  Adobe products. You may also visit

      www.forums.adobe.com as it's a useful resource  for self-help.   We are always here to assist you. Please feel free to call us

      back to 1800-833-6687  and we will be more than happy to help you.   Thanks  Regards,  Adobe Technical Support

       

      And on and on it goes. I need to speak to someone to understand if the 60 days credit is a refund, a continuation, and to get answers to the other questions I asked on July 20th.

       

      It used to be there was someone at Adobe Corporate who had decision-making authority, who could easily get things resolved right then and there and answer any other questions but now it's just a nightmare.

        • 1. Re: Adobe Customer Support HORRIBLY AGGRAVATING!!
          Rowan! Community Member
          Rowan! Jul 24, 2013 3:58 PM (in response to Rowan!)

          I don't know if it was this post or if it was normal follow-up but Adobe finally figured out how to call me on the phone number I'd said to call me on numerous times and also followed-up with a direct email (another first). Ironically, they had already provided the resolution that I'd asked for originally. If Adobe had just simply stated that clearly, I would not have had to go through all this back-and-forth.

           

          So, is it resolved? Yes. Was it worth the sheer amount of effort to get two months of CC cloud subscription credited to adjust for the rate they should've (and could've) offered in the first place? No, absolutely not.

           

          And for anyone else: If you have CS6, you're entitled to your first year of CC at US$19.99/month, not $29.99/month, which is what they tell you on the phone. And if you've been sold your subscription at $29.99/month, then you can switch over and get a credit for the months you've paid for already. Good luck.

          • 2. Re: Adobe Customer Support HORRIBLY AGGRAVATING!!
            Beverley Gray Employee Hosts
            Beverley Gray Aug 5, 2013 12:29 AM (in response to Rowan!)

            Please accept our apologies for the frustrating experience.  We will look into your case and address the issues with the teams involved.

             

            I can see that the new membership is active and the credit has been applied to this membership as agreed.

             

            Kind regards

             

            Bev